Every agency understands the importance of great customer service. You've heard the classic case studies in the private and public sectors where organizations get it right. While the stats and stories are helpful, what you really need is a game plan - a "playbook" - that takes you step-by-step through the process of designing, executing and evaluating a world- class program.

Recently GovLoop and Oracle hosted an online training that to share our new Customer Service Playbook for Government. In this training, participants learned a plan and a process for:

• Identifying Your Customer Personas

• Mapping Your Customer Points of Contact

• Optimizing Your Customer Experience

• Coaching Employees to Customer Service Greatness

• Capturing Return on Investment and Building a Business Case

The Customer Service Playbook includes concrete project management steps from planning to reporting, to winning moments and real customer service results. Plus you will receive templates to download and adapt for your organization.

Although the live date has come and gone you can still register to view the on-demand session and download helpful resources.